Axios Systems annual UK assyst Regional User Groups in April 2017. We demonstrated assyst v10 enhancements to improve customer experience with better self-service navigation, CHAT, SmartMail and much more.

1. © Axios Systems PLC September 2016
Gamification
assyst
SIAM/MSI
Best Practices
Maximize Customer
Satisfaction & ROI Collaboration
Supplier
Mgt
ITAMMulti-
Channel
Support
Personalisation of assyst
Craig Whytock
Solutions Consultant

2. 2
Purpose
Recent enhancements to improve the
assyst experience.
Tips and tricks for quick wins.

3. 3
New Look and Feel (assyst 10 SP7.5)
Self-Service Themes

4. 4
Self-Service Enhancements
Menu fully
configurable for
visibility and
order
Web Content
Accessibility
Guidelines v2.0
Publish to
Home Page
Links enabled
from Home
Page

5. 5
Self-Service Navigation
Breadcrumb
Trail
Menu no longer
expands

6. 6
Self-Service – Offering Descriptions
Supports
Links
Add to basket
(optional)

7. 7
Self-Service Navigation and Help
Descriptions
and Images Menu
Sensitive Help

8. 8
Self-Service Searching
JNDI -
Configurable

9. 9
Search Server Results - Threshold

10. 10
New Look and Feel (assyst 10 SP7.5)
Web Client Theme
New Theme (Fonts,
Colours, Icons) to be
more consistent with
assystNET

11. 11
CHAT Between IT users
IT Users
logged into
Chat
Change your
Status

12. 12
CHAT Between IT users

13. 13
Tips and tricks for quick wins.

14. 14
Email Automation – Decision Making
Smartmail
Sends email to
approver /
decision maker
Mailbox Reader
Processes
inbound email
based on subject
line
Decision maker replies to email
Action taken
in assyst
Action Processor
Evaluates action
to execute
Decision script
Decision Script
Validates
Parameter values
and takes the
proper Decision
Action
EmailDecisionResponse.lua
Workflow Continues
assystREST API

15. 15
Decisions via Email – Implementation
• Create or Modify SmartMail configuration files to
include hyperlinks to respond to corresponding
decision tasks directly from an email.
• Configure the Mailbox Reader to recognize Decision
reply email subject lines to take the appropriate
actions against the Decision task tickets.
• Configure Action Processor rules to evaluate these
actions and initiate the
assystLua_EmailDecisionResponse script with
proper parameters to take the decision.

16. 16
SmartMail Star Ratings for Surveys

17. 17
Requirements
Ideally just want a user friendly single click
feedback mechanism within a SmartMail sent
to the Customer or Technical Teams that
resolved the Event (with auto-escalations to
the Service Delivery Team).

18. 18
Closure SmartMail – Extra HTML

19. 19
MailReader – new update pattern

20. 20
Action Type – Six new Types added

21. 21
Event Monitors
Auto escalate to Service
Delivery Manager via
Action Processor
Auto escalate to
Resolving Team for
instant feedback and
recognition

22. 22
Supplier Satisfaction Example

23. 23
Info Zone - Survey Feedback
CSI: Highlight
Opportunity to Improve
on next Event

24. 24
Notifying Stakeholders via Alert Builder

25. 25
Private Feedback for Staff
‘Submit Feedback’ to Your Manager

26. 26
Info Zone – Knowledge Access
Similar Knowledge
Solved Events

27. 27
Info Zone – Contact User Details

28. 28
Change Risk Analysis
Dynamic fields or Process Automation based off the answer of “Probability of
Failure” response

29. 29
Dynamic Field Expressions
Change Logging Example

30. 30
What about calculated risk?
Based on a series of questions with defined answers, provide a risk
score.
How?
• We can do this with scripting
• There is already a Risk Calculator script in the Automations folder as
an example (assystLua_UpdateRiskValue)
• It associates values (in remarks) of the answers and does a calculation
to come up with a score
• The score value is pushed into a new field (previous scripts used to add
an action with the result)
Action Processor
Evaluates action to
execute LUA Risk script

31. 31
Change Risk – Process Routing

32. 33
Enhanced SP7 Action Functionality
1. New Action Templates
2. New Email Action Option
3. Ability to use the new templates to send templated
emails interactively (ad-hoc via an action)
4. Ability to use the new templates to send templated
emails automatically (using Action Processor
functionality)

33. 34
Need to Justify a Reassignment

34. 35
Using Substitution Keywords for
Dynamic Content

35. 36
Take an action to automatically
send an email

36. 37
Merging Events (Duplicates)
Two methods:
1. Drag and Drop from an Event Monitor
2. Use the new Work Items Panel

37. 38
Column Profiles
Add in Custom Fields

38. 39
Custom Fields in Column Profiles – ‘Shared Fields’
Shared Fields for
Column Profiles

39. 40
Column Profiles - Colour Coded Event Types
standalonedeploymentsassystCustomisations.earassystWEBCustomisatio
ns.warstylesaxios_css_ext.jsp
/* Incident (red/ to be changed if required) */
.eventType-incident {
background: none repeat scroll 0 0 #EC1818 !important;
text-align: center !important;
font-weight: bold !important;
}
JBOSS RESTART

40. 41
Column Profiles - Colour Coded Columns
Future Actions
Breached

41. 42
Expressions – Where and What are They?

42. 43
Wiki – Library of Further Examples of
expressions

43. 44
Self-Service Forms
Contact User Filter Expression
Search on
Contact User
Filter Criteria

44. 45
WorkflowsWorkflowsForms Service Level Agreements
Filter Expression Examples - Simple:
• Query for a Contact User with User Flag 1 with a Value:
select usr.id from usr as contactUser where contactUser.usr_flag1 = 'UF 1'
• Query for Item with a Specified Product Class Value:
select Item.id from item as Item where Item.product.productClass.shortCode in
('DESKTOP', 'LAPTOP', 'SERVER')
• Query for Item with Specified Product:
select Item.id from item as Item where Item.product.shortCode = 'PRINTER'
• Query for all Contact Users whose Section-department begins with
"axios":
select usr.id from usr as ContactUser where ContactUser.sectnDept.shortCode
like 'AXIOS%'
Expressions – Forms

45. 46
Forms Workflows Service Level Agreements
Task Re-Assignment Expressions - Examples
• Create a new decision task if the Service Offering price is above the
assigned user’s approval threshhold.
if(Number($new.parentEvent.serviceOffering.price) >
Number($new.assignedUser.orderApprovalThreshold),
propertyset(assignedUserId=$new.assignedUser.manager.id,
assignedServDeptId=$new.assignedUser.manager.servDept.id),$NO_VALUE)
• Create a new decision task if the Order total price is above the
assigned user’s approval threshhold.
if(Number($new.parentEvent.totalPrice) >
Number($new.assignedUser.orderApprovalThreshold),
propertyset(assignedUserId=$new.assignedUser.manager.id,
assignedServDeptId=$new.assignedUser.manager.servDept.id),$NO_VALUE)
Expressions – Workflow Tasks
Wiki:
http://wiki.axiossystems.com/assyst10SP6Wiki/index.php/Setting_up_Order_Level_Approval#Reassign_Expressio
n

46. 47
Revised Password Reset Module

47. 48
Thank You